Job Description

The successful candidate will join Customer Services & Operations (CSO) Division, Ground Experience Development (GED) Department. Airport Self-Service Applications include Self-Service Check-in Kiosk (SSCK), One-Stop Kiosk Accelerated Resolution (OSKAR), Auto Bag Drop (ABD), Passenger Reconciliation System (PRS), Self-Boarding Gate (SBG), Biometric Boarding (BB) and the development of digital Baggage product(s).
The candidate will work closely with key stakeholders to deliver a seamless day of travel experience at the airport for our customers while improving existing features and implementing relevant value-added enhancements.
Primary work location will be in Tech SQ with the Agile squad members. You may also need to travel to Changi Airport from time to time to perform onsite testing on the various applications or to travel to overseas stations to provide local support for cutover, if needed. Key Responsibilities:

• Support Product Owner (PO) in all Airport Self-Service product(s) testing, business rules setup and troubleshooting/investigations.
• Ensure digital outcome metrics for all Airport Self-Service product(s) are met through continuous process and system improvement and customer feedback analysis.
• Collaborate with Airport Ops Dept and other BUs to implement regulatory requirements within the various Airport Self-Service product(s) flows.
• Review and seek opportunities to improve customer experience and reduce transaction time on Airport Self-Service product(s) through test and learn.
• Perform User Acceptance Testing to ensure that any new enhancements and product features will perform smoothly as per design.
• Identify and work with IT developers to fix any reported system bugs expeditiously.
• Investigate any escalated customer complaints on Airport Self-Service product(s) to identify the root cause and remedial action.
• Work with local and overseas airport operators and their CUTE/CUSS providers to launch applicable Airport Self-Service product(s) in identified airports.
• Provide testing, training, and cutover support to overseas\xe2\x80\x99 stations in implementing SSCK, ABD, PRS, SBG and/or BB once their business case is approved.
• Be onsite to support airport operations [when required] and troubleshoot issues as well as to observe/understand customer\'s experience using the self-service applications for improvements.

• Diploma in any discipline
• Experience in airport customer service/operations will be an advantage.
• Proficiency in Amadeus Altea Customer Management (CM) and Reservations (ARD) systems as well as Splunk will be an advantage.
• Good interpersonal and communication skills.
• Good team player
• Meticulous, well-organised, and have a customer-oriented mindset.
• Ability to work under pressure and with minimal supervision.
• Willingness to take on new challenges and to go beyond scope of duties.